# Massage at home \| Urban — user reviews > 182 indexed App Store user reviews of Massage at home | Urban by Urban Massage Ltd, rated 4.80/5 from 609 ratings. - Source: https://appshunter.io/ios/app/massage-at-home-urban/id917672501/reviews - App overview in markdown: https://appshunter.io/ios/app/massage-at-home-urban/id917672501.md - Rating breakdown: 5★ 545 · 4★ 34 · 3★ 8 · 2★ 5 · 1★ 17 ## What do users think of Massage at home | Urban? Overall sentiment: mixed **Pros** - 🤩 Convenient home service - 👍 Easy booking process - 💆‍♀️ High-quality massage therapists - 🕰️ Wide range of appointment times - 🏆 Excellent customer service **Cons** - 🚨 Unreliable service (cancellations, no-shows) - 💰 Overpriced services - 🔍 Lack of transparency (qualifications, policies) - 🤖 Poor app performance and bugs - 🗣️ Unresponsive customer support **Commonly reported bugs** - Payment issues (double charges, failed transactions) - Booking process glitches (unable to select time slots) - App crashes and freezes - Inconsistent app updates causing loss of functionality **Most requested features** - Ability to book multiple services at once - Option to view therapist qualifications - Improved in-app communication with therapists - Expanded service coverage beyond major cities ## Newest reviews (10 of 182) ### 3/5 — Recent decline *2026-03-20, version 10.0.3* Having used Urban since its launch and recommending it to many people over the years, it has been sad to see its recent decline in quality. The app no longer user friendly, there has been a noticeable loss of experienced pros and some services no longer supported (in London) due to a lack of professionals willing to work for them. Please fix this situation! ### 2/5 — Nail technician didn’t turn up *2026-01-08, version 10.0.0* I rushed home from work and they were a no-show. No message either. I had to message an agent through the app instead. Really disappointed and won’t be using again. They also block you from giving 1 star so be careful. ### 2/5 — Less good *2026-01-06, version 10.0.0* You provide less information about therapist qualifications and no longer easy to see how to tip ### 3/5 — Too aggressive *2025-12-24, version 10.0.0* The push notifications are relentless and annoying, even if you disable them ### 3/5 — Latest update is a fail *2025-12-16, version 10.0.0* The latest reincarnation of the website is a complete fail, it makes things harder to navigate, has lost a lot of history, some of the screens do not seem to format on some devices (iPad) where the time for a pro is unreadable above the charge for that time slot. And why put the option to tip at the time of booking. It also helped previously that a notification was sent 1 hr before the appointment but now no notification. ### 3/5 — Poor app update *2025-12-04, version 10.0.0* The new app update is awful! A step backwards rather than forwards. The prior version of the app was a much better user experience. The favourite therapists section has disappeared and it’s wiped most of the history too. The product is good but massage quality for deep tissue varies wildly and it’s gotten so expensive. When you find a good therapist they are gold, until they leave the platform and disappear. I’ve been using Urban for 4 years but I’ll support a cheaper therapist locally to me from now on. ### 5/5 — Expand coverage *2025-10-16, version 9.2.29* Great service. You should expand to other countries in Europe ### 5/5 — Good service *2025-09-17, version 9.2.29* Perfect ### 1/5 — This app needs developers *2025-09-06, version 9.2.29* It is IMPOSSIBLE to log in. The app / website doesn’t remember saved passwords. The only way to log in is by clicking on forgot password. And that process doesn’t even work on apps! Only website. ### 5/5 — Massage *2025-09-02, version 9.2.29* I had a wonderful experience with Vit. He was very professional, polite, and attentive throughout the session. The massage was relaxing and done with great care, leaving me feeling refreshed and calm. I highly recommend his service to anyone looking for a truly relaxing and professional massage. ## Most critical reviews (10 lowest-rated) ### 1/5 — Very complicated *2026-06-05, version 10.0.4* Hard to use this app… ### 1/5 — The massage therapist cancelled / NEVER AGAIN!!! *2026-05-09, version 10.0.4* The massage therapist shows availability on the date and time you want . Once you pay you get a text that she is not available and she can do the next day. Thats so bad and selling something you don’t have. Refunds take 5 days . I booked a massage from a different app . Never again ### 1/5 — Totally rubbish *2026-04-02, version 10.0.4* This used to be a great app but in the recent weeks it’s been bought by a company called Soothe and they downgraded the quality at every level but the prices are higher…. Not fair for the clients nor the therapists who use the platform. I don’t recommend ### 1/5 — You let me rate the app *2026-03-07, version 10.0.3* But not the therapist ### 1/5 — Unfair Pay Cut for Practitioners *2026-02-13, version 10.0.1* Urban chose to reduce practitioners’ take rates instead of increasing client prices — despite inflation and rising costs in London. Everything has become more expensive, yet therapists are expected to absorb the difference while the platform protects its margins. Calling this “sustainability” doesn’t change the fact that it’s a pay cut for the people doing the actual work. Very disappointing decision. ### 1/5 — Last minute cancellation when it’s needed *2026-02-06, version 10.0.1* This app is good as long as you have a therapist who can navigate around a city. The use of common sense is optional and truly disappointing when you have been waiting for a message the whole day and the therapist cancels last minute. ### 1/5 — Crapp app *2025-12-11, version 10.0.0* The new app is very poor and very hard to use. ### 1/5 — If it ain’t broke *2025-12-07, version 10.0.0* Truly awful app redesign. The previous one was fine. Lost all my previous booking info and the AI(?) chat doesn’t work. If it ain’t broke don’t fix it. ### 1/5 — Awful update *2025-12-06, version 10.0.0* The new update that happened last week is awful, none of the therapists have any reviews, or history, the favourite therapists have disappeared, it looks like you have wiped out all the therapists and got new ones in. I have been using urban for years and am not impressed with this update at all. I wonder how the therapists are coping!! Urban sort it out! ### 1/5 — Upgrade *2025-12-05, version 10.0.0* Can’t use the app since the upgrade. So many features not working. Handled the upgrade so badly. ## Most praised reviews (10 highest-rated) ### 5/5 — Daniel T *2026-04-28, version 10.0.4* Excellent, professional and highly recommend if you book him ### 5/5 — Superb sports massage *2026-01-31, version 10.0.1* I had Mark B give me a sports massage and it was excellent. He arrived nice and early, set up so he was ready to start at the time and he was extremely polite. The massage was very impressive and he always checked in to see if the pressure was ok. Would highly recommend him ### 5/5 — Relaxation at click *2025-11-30, version 9.2.29* Love the convenience of rolling off a massage bed in my home and going straight to my own bed to stay in that moment of relaxation. ### 5/5 — So relaxed *2025-11-16, version 9.2.29* Had a wonderful massage from Katarzyna. Very relaxing and excellent pressure. Would definitely book in with her again. ### 5/5 — Sports massage - Jay K *2025-11-15, version 9.2.29* Absolutely amazing service. Excellent communication. Prompt arrival. Excellent feedback and recommendations to ensure the recipient stays in optimal health. Would highly recommend! ### 5/5 — Fantastic massage *2025-11-08, version 9.2.29* Eva was absolutely amazing from start to finish. She arrived promptly. I had a massage followed by reflexology. I’m pretty sure I was so relaxed I fell asleep! Highly recommend ### 5/5 — Relaxing *2025-11-07, version 9.2.29* Very professional, lovely lady, very relaxing ### 5/5 — Amazing *2025-11-07, version 9.2.29* Absolutely amazing! Temi has golden hands, I have rarely experienced such a professional and skillful therapist. Thank you, will book Temi again 🙏🏼 ### 5/5 — Great Company! *2025-10-23, version 9.2.29* George is great! I’ve seen him 4 times now and highly recommend him. ### 5/5 — very useful *2025-10-23, version 9.2.29* This app is very useful and pros are super good --- *Data collected daily from the US App Store and indexed by [AppsHunter](https://appshunter.io/). User reviews are verbatim App Store reviews. Ratings, prices and chart positions refresh continuously; this snapshot is from 2026-06-21.*